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Customer Service Manager

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia YTL Corporation Full time
Job Description:

YTL Corporation Berhad is seeking a highly skilled and experienced Customer Service Manager to join our team in Johor Bahru, Johor, MY. As a Customer Service Manager, you will be responsible for overseeing the customer support team and ensuring that all customer inquiries and issues are resolved in a timely and efficient manner.

Key Responsibilities:
  1. Team Leadership: Manage and lead a team of customer support staff to ensure excellent customer service.
  2. Process Development: Develop and implement customer support processes and procedures to improve efficiency and customer satisfaction.
  3. Performance Monitoring: Monitor and analyze customer support metrics to identify areas for improvement.
  4. Staff Training: Train and mentor customer support staff to enhance their skills and performance.
  5. Collaboration: Collaborate with other departments to address customer issues and provide feedback for product improvement.
  6. Escalation Management: Handle escalated customer inquiries and complaints in a professional and timely manner.
  7. Reporting: Prepare reports and presentations on customer support team performance for management review.
  8. Industry Knowledge: Stay up-to-date on industry trends and best practices in customer support.
Requirements:
  1. Education: Bachelor's degree in Business Administration or related field.
  2. Experience: Minimum of 6 years of experience in a customer support role, with at least 2 years in a managerial position.
  3. Skills: Strong leadership and communication skills, excellent time management and analytical skills, ability to work under pressure and meet deadlines.
  4. Technical Skills: Experience with CRM software and support ticketing systems.
  5. Performance Metrics: Proven track record of improving customer satisfaction and retention.
  6. Personal Qualities: Passion for delivering exceptional customer service.
Benefits:
  • Competitive salary and benefits package
  • Opportunities for career growth and professional development
  • Collaborative and dynamic work environment
Working Environment:

At YTL Corporation Berhad, we strive to pursue excellence in every endeavor, setting a high standard for achievement. Our team is dedicated to delivering the best possible support to our customers and creating a positive work environment for all employees.

Equal Opportunity Statement:

YTL Corporation Berhad is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.